Beyond Satisfaction: Investigating Patron Use of Reference Information

Joseph Lenkart; Alexandra Krogman; David Ward

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Beyond Satisfaction: Investigating Patron Use of Reference Information

机译：Beyond Satisfaction: Investigating Patron Use of Reference Information

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摘要

This study examines and categorizes common next steps patrons take with information received during reference encounters and examines implications for practice. In a qualitative user study, patrons at a large academic library were interviewed to investigate the criteria they used to evaluate the completeness and accuracy of individual reference encounters and to uncover what they did after the encounter with the information they received. Results indicate practical directions for staff training, marketing, outreach, and design of reference services to accommodate the full life cycle of patron research needs.

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来源
《Internet reference services quarterly》 |2017年第1期|1-24|共24页
作者
Joseph Lenkart; Alexandra Krogman; David Ward;
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作者单位

International & Area Studies Library, University of Illinois at Urbana-Champaign, Urbana, Illinois, USA;

Grainger Engineering Library Information Center, University of Illinois at Urbana-Champaign, Urbana, Illinois, USA;

Undergraduate Library, University of Illinois at Urbana-Champaign, Urbana, Illinois, USA;

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原文格式 PDF
正文语种英语
中图分类计算技术、计算机技术;
关键词
reference services; qualitative studies; user interviews; service improvement; staff training;

Beyond Satisfaction: Investigating Patron Use of Reference Information

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